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At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Role Description:

The Associate, Executive Escalations helps meet the goal of successfully managing comprehensive care and resolution of patient needs by providing the delivery of the highest level of care for patients who have communicated difficulty finding resolution from other teams or channels within the company. This role will receive escalated patient cases from a variety of channels including, but not limited to: compliance, payer grievances, emails, social media posts, online reviews, survey feedback, and requests for executive escalation. Your duties will include monitoring, motivating, recognizing, resolving patient issues, and coordinating resolution with care teams in the clinics.

Core Responsibilities:

• Demonstrate ownership and accountability to thoroughly resolve customer service issues from high priority service channels; serve as primary point of contact, systematically intake and triage problems, and follow through with delivery of resolution. 

• De-escalate negative interactions by providing outstanding customer service and demonstrating empathy. 

• Handle multiple patient interactions simultaneously, providing outbound follow-up as needed, and coordinating escalations where appropriate. 

• Strong understanding of all areas of the organization, including operations and clinic functions, ability to discern how to best coordinate resolution and act as an extension of the clinics.

• Utilize outstanding verbal and written communication skills with internal partners, customers, and external partners.

• Solve problems with creativity, coordinating cross-functional resolution for patient needs. This may include scheduling appointments, coordinating patient referrals, obtaining authorizations and fax requested information as needed, and updating/managing information in our electronic medical records system.

• Investigate customer-centric solutions and processes, deeply understand current service and sales policies, to contribute to best-in-class customer experiences.

• Assist with root cause analysis and identification of trends from inbound patient communications. 

• Maintain a positive presence in interactions; respond to potentially negative interactions with a warm, welcoming, and supportive tone.

• Other duties as assigned. 

Remote Work Requirements:

• Proficient PC skills, computer literacy, basic Google Suite skills, and ability to navigate systems

• Prior remote work experience

• Ability to obtain high-speed internet and hardwire equipment to router/modem

• Distraction-free and private remote work environment required as well as reliable dependent care during working hours

• Ability to provide own transportation for instances where on-site support is required for employees located within 50 miles of a physical OSH location/center

• Ability to participate in classroom-style remote training sessions

• An understanding of the high level of conscientiousness, professionalism, and reliability that is required in a remote work environment

What are we looking for?

• High school diploma, or equivalent is required; undergraduate degree preferred

• 2-3 years of experience with social media management and listening tools, such as Sprout Social and Reputation.com, preferred

• Oak Street Health patient-facing experience preferred

• Spanish speaking candidate preferred

• Ability to multitask, prioritize, and manage time effectively; highly organized 

• Excellent communicator; Outstanding phone and written demeanor and etiquette

• High level of integrity

• Ability to maintain confidentiality

• Computer proficiency, including Google Docs, Sheets, email, and social media tools/platforms 

• A flexible and positive attitude

• Problem Solving/Analysis

• US work authorization

• Someone who embodies being "Oaky"

What does being "Oaky" look like?

• Radiating positive energy

• Assuming good intentions

• Creating an unmatched patient experience

• Driving clinical excellence

• Taking ownership and delivering results

• Being relentlessly determined

Why Oak Street Health?

Oak Street Health is on a mission to "Rebuild healthcare as it should be'', providing personalized primary care for older adults on Medicare, with the goal of keeping patients healthy and living life to the fullest. Our innovative care model is centered right in our patient's communities, and focused on the quality of care over volume of services. We're an organization on the move! With over 150 locations and an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody "Oaky" values and passion for our mission.

Oak Street Health Benefits: 

• Mission-focused career impacting change and measurably improving health outcomes for medicare patients

• Paid vacation, sick time, and investment/retirement 401K match options

• Health insurance, vision, and dental benefits

• Opportunities for leadership development and continuing education stipends

• New centers and flexible work environments

• Opportunities for high levels of responsibility and rapid advancement

Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply. 

Learn more at www.oakstreethealth.com/diversity-equity-and-inclusion-at-oak-street-health

Anticipated Weekly Hours

Time Type

Pay Range

The typical pay range for this role is:

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. 
 

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in our comprehensive and competitive mix of pay and benefits – investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.

• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.

• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit https://jobs.cvshealth.com/us/en/benefits

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.